Valid ITIL 4 ITIL-4-Foundation Dumps Ensure Your Passing
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NEW QUESTION 250
What term is used to describe whether a service will meet availability, capacity and security requirements?
- A. Utility
- B. Warranty
- C. Value
- D. Outcomes
Answer: B
NEW QUESTION 251
Which is an objective of the design coordination process?
- A. To gather and document new service level requirements from the customer D18912E1457D5D1DDCBD40AB3BF70D5D
- B. To assess and evaluate all changes and their impact on service designs
- C. To produce service design packages and ensure they are handed over to service transition
- D. To document the initial structure and relationship between services and customers
Answer: C
NEW QUESTION 252
Which statement about IT service management is CORRECT?
D18912E1457D5D1DDCBD40AB3BF70D5D
- A. It is performed by the service desk using a mix of people, process and technology
- B. It is performed by IT service providers using a mix of people, process and technology
- C. It is performed by customers using a mix of IT systems, services and processes
- D. It is performed by IT service providers using a mix of suppliers and their products
Answer: B
NEW QUESTION 253
What is defined as an unplanned interruption or reduction in the quality of a service?
- A. An event
- B. A change
- C. A problem
- D. An incident
Answer: D
NEW QUESTION 254
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
- A. A standard change
- B. An emergency change
- C. A change model
- D. A normal change
Answer: A
NEW QUESTION 255
Which term is used to describe the prediction and control of income and expenditure within an organization?
- A. Charging
- B. Budgeting
- C. Accounting
- D. Governance
Answer: B
NEW QUESTION 256
Which statement about the 'continual improvement model' is CORRECT?
- A. Organizations should work through the steps of the model in the sequence in which they are presented
- B. The model is applicable to only certain parts of the service value system
- C. The flow of the model helps organizations to link improvements to its goals
- D. Organizations should use an additional model or method to link improvements to customer value
Answer: A
NEW QUESTION 257
Which statement about the known error database (KEDB) is CORRECT?
- A. It is maintained by incident management and contains solutions to be implemented by problem
- B. It is a part of the configuration management database (CMDB) and contains workarounds
- C. It is maintained by the service desk and updated with the details of each new incident
- D. It is maintained by problem management and is used by the service desk to help resolve incidents
Answer: D
Explanation:
management
NEW QUESTION 258
What is a definition of a problem?
- A. Any change of state that has significance for the management of a configuration item (CI)
- B. An unplanned interruption to a service, or reduction in the quality of a service
- C. An incident for which a full resolution is not yet available
- D. A cause, or potential cause, of one or more incidents
Answer: D
NEW QUESTION 259
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
- A. value
- B. consumption
- C. provision
- D. management
Answer: B
NEW QUESTION 260
Which gives a user access to a system?
- A. Service provision
- B. Service consumption
- C. Service agreement
- D. Service requirement
Answer: A
NEW QUESTION 261
When is the earliest that a workaround can be documented in 'problem management'?
- A. After the problem has been prioritized
- B. After the problem has been resolved
- C. After the problem has been logged
- D. After the problem has been analyzed
Answer: D
NEW QUESTION 262
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
- A. Customer engagement
- B. Business metrics
- C. Customer feedback
- D. Operational metrics
Answer: A
NEW QUESTION 263
Which statement about problems is CORRECT?
- A. Problem prioritization involves risk assessment.
- B. Problems are not related to incidents.
- C. Problems must be resolved quickly in order to restore normal business activity.
- D. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
Answer: C
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION 264
Which guiding principle focuses on reducing costs and human errors?
- A. Optimize and automate
- B. Focus and value
- C. Collaborate and promote visibility
- D. Think and work holistically
Answer: A
NEW QUESTION 265
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service request management
- B. Incident management
- C. Change management
- D. Service level management
Answer: B
Explanation:
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 266
Which practice establishes a channel between the service provider and its users?
- A. Supplier management
- B. Service desk
- C. Change enablement
- D. Relationship management
Answer: B
NEW QUESTION 267
What is the MOST important reason for prioritizing incidents?
- A. To help information-sharing are learning
- B. To ensure that incidents with highest impact are resolved first
- C. To ensure that user expectations are realistic
- D. To provide links to related changes and known errors
Answer: B
NEW QUESTION 268
Which is an activity of the 'problem management' practice?
- A. Restoration of normal service operation as quickly as possible
- B. Prioritization of problems based on the risk that they pose
- C. Resolution of incidents in a time that meet customer expectations
- D. Authorization of changes to resolve the cause of problems.
Answer: B
NEW QUESTION 269
Which is part of the definition of a customer?
- A. A means of enabling value co-creation
- B. The role that defines the requirements for a service
- C. A set of specialized organizational capabilities for enabling value
- D. The role that authorizes budget for service consumption
Answer: B
NEW QUESTION 270
Which helps to manage an incident when it is unclear which support team should be working on the incident?
- A. Self-help
- B. Target resolution times
- C. Swarming
- D. Disaster recovery plans
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 271
Which statement about metrics is CORRECT?
- A. Process metrics can be used to measure the utilization of a supplier's network
- B. Technology metrics can be used to measure component performance and availability
- C. Technology metrics can be used to determine the overall health of a process
- D. Process metrics can be used to measure end-to-end service performance
Answer: B
NEW QUESTION 272
What does 'change enablement' PRIMARILY focus on?
- A. Changes to skills and competencies
- B. Changes to organizational structure
- C. Changes to service levels
- D. Changes to products and services
Answer: D
NEW QUESTION 273
Which is a key requirement for a successful service level agreement?
- A. It should be written in legal language
- B. It should relate to simple operational metrics
- C. It should be based on the service provider's view of the service
- D. It should be simply written and easy to understand
Answer: D
NEW QUESTION 274
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